Cherwell Service Management [EOL] vs JIRA Service Management comparison

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Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Aug 11, 2026

JIRA Service Management and Cherwell Service Management [EOL] are competing products in IT service management. JIRA Service Management has an edge in pricing and support, while Cherwell Service Management [EOL] is considered superior by many due to its extensive features.

Features: JIRA Service Management excels with integration into Atlassian tools, streamlined ticket handling, and robust workflows. Cherwell Service Management [EOL] provides exceptional customization capabilities, comprehensive ITIL support, and extensive features that can cater better to complex environments.

Room for Improvement: JIRA Service Management could enhance customization options, expand on ITIL support, and improve advanced reporting capabilities. Cherwell Service Management [EOL] may focus on simplifying its setup process, enhancing its user interface, and improving integration with non-native tools.

Ease of Deployment and Customer Service: JIRA Service Management offers seamless cloud deployment and smooth integration with Atlassian services, providing efficient customer support. Cherwell Service Management [EOL] involves more complicated setup due to its flexible on-premises options, potentially making it harder to deploy compared to JIRA.

Pricing and ROI: JIRA Service Management is generally seen as a cost-effective solution, emphasizing pricing transparency and efficient ROI. Cherwell Service Management [EOL] requires higher upfront costs, but its advanced customization can result in substantial long-term ROI for those leveraging its flexible framework.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Compared to other RPA tools, I prefer Automation Anywhere."

"Automation Anywhere provides the best feature to make a software bot for processes."

"The most valuable feature in this solution is the IQ Bot."

"Before the automation, it used to take about two to three hours, now, with automation, it takes about 40 minutes."

"The OCR feature in Automation Anywhere is the best I have encountered, even better than Google."

"Tasks now don't depend upon the unavailability of certain employees/colleagues to be completed. Also, bots can run all day long which also affects the overall budgets."

"The data capture feature is very valuable. I know there are also some elements where you have to be able to incorporate AI, but I haven't gotten to that level yet."

"Automation Anywhere is a valuable tool, as a developer I can do whatever I want: if I want to do automation with the web, Windows, mainframe, or SAP applications, we can do whatever we want with automations using Automation Anywhere."

More Automation Anywhere pros

"All our activities are carried out in the one place."

"The most valuable features are problem management and change management."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The dashboard is very useful to get a quick overview of current tasks."

More Cherwell Service Management [EOL] pros

"JSM's best feature is the integration with other Jira products."

"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."

"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."

"From where I sit, the cloud version is superior, mainly due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira."

"JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

More JIRA Service Management pros

Cons

"The analytical dashboard in the Control Room could use some improvement."

"Automation Anywhere has some limitation with its integrations."

"We noticed slowness in a few of the commands like Object Cloning, Web Recorders, etc. on which Automation Anywhere can work to make it more robust. There are improvements required in the WLM solution provided by AA, which can make it a more robust queuing system and the system should retry by itself in case of failure due to system error."

"As a developer, the biggest con is the lag; it's pretty inconvenient to face that delay in things happening."

"It could be improved in terms of the global analysis of all the issues caused by the dependency components. For example, if bots are running on virtual machines on Microsoft Windows 2019, sometimes an issue might come from the virtual machine. Automation Anywhere should work closely with Microsoft or any other editor with which there are some issues occurring and stopping the bots from running properly."

"One thing about it that we have not found to be exceptionally useful are the built-in bot analytics, the Bot Insights. From our own extensive experimentation, as well as from what we've understood from other people using this solution, we've been able to come up with better solutions using our own in-house analytics and our own systems than through theirs."

"We have a new feature share in Automation Anywhere, but it does not migrate automatically from the previous version to the new one."

"The stability of this solution depends on the processes, but I think that there is room for improvement in this regard."

More Automation Anywhere cons

"Agile delivery should be supported."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Access is only available if we're on VPN."

"The solution could be more user-friendly."

"The stability, specifically in the on-premises deployment model, could be improved."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Application service mapping, GRC, SecOps, and things like that need improvement."

More Cherwell Service Management [EOL] cons

"There could be more optimization, and the pricing could be better too."

"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."

"There is room for improvement in the user interface and the queues."

"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."

"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."

"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."

More JIRA Service Management cons

Pricing and Cost Advice

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."

"The pricing is reasonable and one can achieve ROI faster when compared to other tools."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

"There is an annual subscription for Automation Anywhere."

"I find the license pricing to be competitive and reflective of the pricing models throughout the RPA space, and I believe there is a lot of value in continuing to maintain the free community edition platform."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"The cost has recently increased. It might be around $20 to $25 per user license."

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Outsourcing Company

11%

Construction Company

11%

Comms Service Provider

10%

Healthcare Company

10%

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	561

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

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Appian vs Automation Anywhere

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Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 5% of the time

Clarity SM vs Cherwell Service Management [EOL]

Compared 3% of the time

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Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

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Atera vs JIRA Service Management

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

IT Service Management (ITSM)

September 2026

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